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PurposeThe research objective of the paper is twofold. First, it scrutinises the current state of the art concerning adopting the most popular social media by European port managing bodies (PMBs). Second, it investigates the use of social media in the corporate social responsibility (CSR) communication strategies of European PMBs.Design/methodology/approachThe paper carries out online field research on the use of social media by the top-25 European ports. Then, it provides an in-depth case study of the use of Twitter by the Port of Rotterdam for CSR communication. Finally, a content analysis of the tweets published in the 2017–2019 timeframe is performed.FindingsEmpirical results demonstrate the extensive use of social media by European PMBs to reach a wider array of stakeholders. Uneven approaches emerge considering port sizes and cultural clusters. The content analysis shows that one-third of tweets published by the Twitter account of the Port of Rotterdam address CSR issues, especially green initiatives, advocating the use of social media to communicate CSR.Research limitations/implicationsThe study focuses on the European domain. A broader sample of ports worldwide should be examined to further investigate the drivers affecting PMBs' strategic adoption and use of social media, mainly to communicate CSR.Practical implicationsThe paper provides port managers with insights to strengthen CSR communication. Given the increasing pressure of the public opinion on environmental and social issues, the ability of European PMBs to communicate their CSR commitment through social media represents a key driver when searching for consensus of stakeholders and “licence to operate”.Originality/valueThe paper adds to the existing maritime logistics literature by introducing a promising field of research.

PurposeThe purpose of this paper is to evaluate and understand the factors that contribute to the enhancement in the process of supply chain activities, specifically among manufacturing industries.Design/methodology/approachThis paper follows the quantitative approach by disseminating a structured questionnaire to supply chain practitioners working in manufacturing industries. A sample of 109 responses is gathered from senior employees involved in sales and operations planning. Exploratory and confirmatory factor analyses are performed to evaluate the reliability and validity of the model. Lastly, SmartPLS is used to test the hypotheses proposed in the study.FindingsThe findings revealed that demand sensing and managing practices positively impact supply chain performance by creating dynamic distribution capabilities. It is observed that distribution capabilities integrate both efficient and effective handling of resources. However, demand management practice has insignificant relationship with supply chain performance.Research limitations/implicationsThe authors suggest that supply chain management must expand in firms, and importance must be given as supply chain performance can provide competitive advantage in order to sustain in today's competitive market.Practical implicationsThe findings can help decision-makers working in the planning process by identifying the right tools to sense the market and react accordingly.Originality/valueThis paper is an initial effort to understand the dynamic distribution capabilities by establishing the link with the studied variables, especially in the manufacturing industries in Pakistan.

Purpose Cause-related marketing (CRM) is an increasing popular marketing strategy in which a firm donates a specific amount to a designed cause when customers engage in revenue-providing exchanges. Based on balance and attribution theory, this paper aims to explore the interaction effect of donation amount and ad orientation, two important factors of formulation and communication of CRM, respectively, on consumer response and the mediating effect of consumers’ perceived company motives. Design/methodology/approach Two 2 (donation amount: small vs large) × 2 (ad orientation: product- vs cause-oriented) between-subjects experimental studies were conducted in marketing course with 284 and 157 Chinese undergraduate students participating in Studies 1 and 2, respectively. ANOVA and regression were used to test the hypotheses. Findings Study 1 shows the significant interaction effects of donation amount and ad orientation on consumers’ response. When CRM has a large donation amount, cause-oriented (vs product-oriented) ad leads to consumers’ more positive company attitude and higher purchase intention. The opposite is true for the small donation amount condition. Study 2 shows that the above interaction effect is mediated by consumer-attributed company motives. The attributed motive of sincerely caring about social cause has significant positive effect on consumer response, whereas the attributed motive of increasing sales or improving corporate image does not. Originality/value This paper contributes to the literature by empirically examining the interaction effect of donation amount and ad orientation on consumer-inferred motives and behavioral response. The findings are valuable because they indicate the importance of matching between factors at formulation and communication stage. In addition, this paper found that consumers are “tolerant” of companies using CRM to promote product sales and improve brand image.

PurposeThis paper explores the design dimensions that foster identity construction, legitimation, and growth of digitally mediated platform ecosystems.Design/methodology/approachA midrange theorizing approach was adopted to assimilate and induct the extant literature on ecosystems, platform business models and innovation, yielding testable propositions on ecosystem design for empirical testing.FindingsThe paper suggests that decentralized governance, partner engagement and shared context are three dimensions of criticality for designing a distinct platform ecosystem. These design dimensions nurture interactions, transactions, relationships between platform participants and external actors to make ecosystems authentic and legitimate. Decentralization is relevant for inducing flexibility and autonomy of participants on the platform. Engagement impacts the intensity of relationships the platform has with other firms in the ecosystem, while shared context is essential for creating knowledge and harnessing innovation on the platform.Research limitations/implicationsThe paper identifies a set of three testable propositions on ecosystem design for further empirical analysis by ecosystem researchers.Practical implicationsTo achieve future readiness, organizations must become resilient to the market environment. With that intent, traditional businesses are revising their operating models to become more collaborative, integrative and efficient. Adoption of digital initiatives for redesigning towards platform ecosystems will make traditional models more relevant as markets evolve. But as a new organization form, platform ecosystem faces the challenge of legitimacy. Author suggests that managers use the organization design lever to meet the challenge.Originality/valueEmergence of platform-based businesses and transformation of existing models to platform ecosystems are impacting today's competitive environment. During initial phases of evolution, ecosystems aim for identity and legitimacy. The authors contribute to organizational aspects of the platform ecosystem design literature by identifying decentralization of governance, engagement and shared context as dimensions of criticality for future-ready platforms. Secondly, these dimensions are associated with identity and legitimation of platform ecosystems. Decentralization is relevant for supply-side producers of goods and services on the platform, engagement has impact on both supply and demand-side participants of platforms, and shared context is essential for knowledge creation and harnessing innovation.

PurposeThis paper aims to explore how new product development (NPD)-based project management offices (PMOs) work, their drivers to deliver performance and their project success impact.Design/methodology/approachThe study used a survey of 35 Brazilian and multi-national companies that identified the effort to perform a list of PMO functions, some PMO drivers in the company and five project performance perception indicators. The authors apply a specific set of statistics to uncover the relations between these dimensions of interest.FindingsThe factorial analysis allows us to find the main functions influencing each other. The project teams’ perception of project management (PM) performance is suggested as a success factor that drives PMOs when working on portfolio management issues, managing project files and promoting PM over the company.Practical implicationsThis paper contributes to a contingency approach for designing a project machine involving PMOs to support NPD projects. Managers can set the most suitable PMO functions avoiding mimicry when structuring their NPD efforts.Originality/valuePMOs have impacted team satisfaction and control of project data but not indicators related to triple constraints.

PurposeLean remains popular in a wide range of private and public sectors and continues to attract a significant amount of research. However, most of this research is not grounded in theory. This paper presents and discusses different expert viewpoints on the role of theory in lean research and practice and provides guidelines for future research.Design/methodology/approachSeven experienced lean authors independently provide their views to the question “is Lean a theory?” before Rachna Shah summarizes the viewpoints and provides a holistic outlook for lean research.FindingsAuthors agree, disagree and sometimes agree to disagree. However, a close look reveals agreement on several key points. The paper concludes that Lean is not a theory but has plenty of theoretical underpinnings. Many lean-related theories provide promising opportunities for future research.Originality/valueAs researchers, we are asked to justify our research drawing on “theory,” but what does that mean for a practice-driven phenomenon such as lean? This paper provides answers and directions for future research.

Purpose Knowledge management seeks collaborative practices among organisations to generate technical, adapt and share knowledge to obtain a sustainable competitive advantage in cross-border business activities. This paper aims to disentangle the crucial determinants of knowledge management in inter-organisational arrangements settings. Design/methodology/approach In the first stage, after an in-depth literature review, the main knowledge management drivers are identified. In the second stage, based on the identified drivers, the importance and relationship between the drivers are evaluated by expert opinions from academic and executive activists. Eventually, in the last stage, a multi-layer decision-making approach has been proposed and used to determine the relationship and the importance of the drivers. Findings The findings of this paper assess the ranking of the different elements from experts’ opinions and discuss important theoretical and managerial implications. The influential factors were identified through an extensive literature review, which combined with the views of experts from academia and industry (international firms). Furthermore, the ranking of factors based on the experts’ overall opinion was used to discuss theoretical and managerial contributions. Originality/value This research provides a better understanding of the interrelationships between the key drivers of knowledge management, which helps management draw more effective strategies to address the cultural differences between firms. Moreover, understanding of the importance of the systems and structures that define the nature of the collaboration in inter-organisational settings, as well as the risks related to those are presented in this research.

Purpose Numerous empirical studies and meta-analyses have offered ample evidence for the relationship between the strategic management of human resources and a variety of important organizational outcomes, such as individual- and firm-level performance. The outbreak of the COVID-19 pandemic, however, steered the discussion away from the traditional performance-related outcomes of the strategic human resource management and brought to the fore the importance of resilience. The purpose of this paper is to identify areas in which strategic human resource management can help organizations to become more resilient. Design/methodology/approach On the basis of a brief overview of the different phases of the COVID-19 pandemic and its impact on the management of human resources, this conceptual paper uses the Ability-Motivation-Opportunity framework as the backbone for the development of suggestions for the strategic management of employees to create and maintain organizational resilience. Findings A series of actionable suggestions regarding the way forward in building organizational resilience through the effective and ethical management of employees are presented and discussed. Specifically, the importance of using flexibility-oriented human resource management systems is highlighted. This “flexibility-orientation” involves all functions of human resource management, such as selection, training and compensation. Originality/value The proposed suggestions can benefit organizations by offering actionable recommendations regarding the management of human resources by taking stock of lessons learned during the COVID-19 pandemic.

PurposeThe purpose of this paper is to perform a psychometric evaluation of the internal green marketing (IGM) scale in the context of consumer, industrial and service industry from a developing economy. Drawing on IGM theory, this study validates the measurement scales to operationalize IGM as green internal communication (GIC), green skill development (GSD) and green rewards (GRs).Design/methodology/approachThe sample was drawn from the consumer, industrial and service industries in Jammu and Kashmir, India, using a random sampling method. Data were collected from consumer, industrial and service industries in two phases through a self-administrated questionnaire-based survey. In total, 137 managers responded during the first phase, and 368 managers responded during the second phase. During the first phase, exploratory factor analysis (EFA) was conducted to uncover the underlying dimensions of IGM, and during the second phase, data were analyzed to test the validity of the IGM scale through confirmatory factor analysis (CFA).FindingsEFA suggested a three-dimension scale (green internal communication (GIC), green skill development (GSD), and green rewards (GR)) which was confirmed by CFA. The findings of the study demonstrate that IGM is a valid and reliable scale to capture the individual-level perception of the employees with respect to the green internal marketing of an organization.Practical implicationsThis paper is expected to provide valuable insights into the area of internal green marketing (IGM) about an industry that can be of immense help to domestic and international marketers in formulating human resource (HR)/marketing strategies. Further, it provides a wide-ranging scale that can act as a base for future research studies that aim to explore internal green marketing (IGM) in different organizational settings.Originality/valueIGM is embedded in three underlying elements as GIC, GSD and GRs. It is suitable to the practitioner and researchers to operationalize IGM as a second-order construct in future studies.

PurposeThis study’s purpose is to analyze the international mobile marketing (IMK) in order to stage the importance of this tool in the internationalization of companies. Our understanding of mobile marketing is constantly evolving, due to its high business penetration in a world globalized by technologies.Design/methodology/approachA review of the relevant literature on IMK, companies and customers is undertaken to understand the link between them. The paper begins by explaining the coronavirus disease 2019 is accelerating the change of the rules of the game in traditional and online commerce around the world. Furthermore, this study uses secondary data from organisation for economic co-operation and development (OECD), Sensor Tower, mobile marketing association (MMA), App Annie, among others, to support research results.FindingsThe results have shown that IMK has opened a melting pot of opportunities for companies and consumers in this period of pandemic; the potential of this tool is being redefined, in order to identify, anticipate and satisfy customers requirement profitably and efficiently. This study aims to provide an assessment of new concept of IMK and how this tool has to be integrated into the firm’s digital marketing strategies.Originality/valueThe study contributes to make better future decisions in the international digital expansion of companies by company executives and marketing experts. This paper provides a comprehensive framework intended to guide research efforts focusing on digital marketing as well as to aid practitioners in their quest to achieve IMK success.

Purpose This paper aims to analyze conflict resolution strategies among individuals who encountered disputes with family, neighbors, workmates, businesses, strangers, government authorities or other members in their communities during the COVID-19 pandemic. Design/methodology/approach Applying a difference-in-difference approach by sex, the authors use a representative panel of adults living in 82 cities from across Mexico to measure changes in antisocial strategies (violence) and prosocial strategies (non-confrontational methods and dialogue) to resolve disputes. Findings During the COVID-19 pandemic, men reduced their use of violence by 19.6% while women did so by 17.4%. There was a parallel rise in non-confrontational strategies used to solve conflicts equal to 73.6% for men and 62% for women. The use of dialogue as a tool for resolving disputes increased by more in cities that banned the sale of alcohol. Alternative Twitter data corroborates the main findings, suggesting that individuals are becoming more prosocial during the pandemic. Originality/value To the knowledge, this is the first empirical study to analyze changes in strategies for conflict resolution as a consequence of the COVID-19 pandemic. This paper contributes to the literature by demonstrating how individuals adapt their dispute strategies under extraordinary circumstances such as a pandemic, with a focus on a middle-income setting.

PurposeThere is considerable variation in the extent of globalization across industries. The authors attempt to identify the structural conditions of the industry that lead to these variations.Design/methodology/approachBased on a sample of 33 manufacturing industries over the nine-year period from 2007 to 2016, the authors test for antecedents of industry globalization.FindingsThe authors find that industry globalization is positively affected by medium levels of barriers to entry, industry competition, industry assistance, low and mediums levels of capital intensity, industry concentration and industry regulation and negatively affected by low levels of technological change and industry assistance. In addition, the life cycle stage of the industry has an impact on the level of globalization with the growth stage having the highest level of globalization.Research limitations/implicationsFirst, the major limitation of the paper is that the authors rely entirely on trade data to measure the level of industry globalization. The authors did not have a choice because foreign direct investment (FDI) data are available only at the country level. Second, given that globalization can occur at the country, industry and firm levels, the focus on industry-level structural characteristics alone may be seen as a limitation.Practical implicationsThe results of the study can provide guidance to practicing managers to apply industry analysis for predicting the potential for and direction of globalization of their industries. This will enable them to formulate appropriate strategies to cope with global competition.Social implicationsThe study has important public policy implications. National governments have many levers at their command that can be used to influence the structural characteristics of industries, such as industry regulation, industry assistance and industry concentration. They can selectively use these levers to either facilitate or impede globalization.Originality/valueMuch of the empirical focus of prior research on globalization has been on countries, rather than industries, as the unit of analysis. There is clearly variation in the extent of globalization across industries with some industries highly integrated while others remain primarily local or regional. Based on a novel approach to measure the extent of globalization at the industry level, the authors identify its antecedents. The value of the paper lies in the fact that the analysis of 33 manufacturing industries over a ten-year period shows that the structural characteristics of the industries drive their extent of globalization.

PurposeThis paper establishes a comprehensive basis for understanding the roles and competences of mid-level management and their influence on the effectiveness of continuous improvement (CI) capability within an organisation.Design/methodology/approachThis research builds upon the hypothesis that methods alone do not lead to successful CI capability development. It focuses on the role of mid-level management in driving a CI environment that underpins the effectiveness of CI capability. A reference model for the CI environment is synthesised based on critical literature review, integrating CI culture, CI enablers and CI leadership elements. A comprehensive framework is introduced to define CI leadership roles and competence indicators. A quantitative benchmarking study involving structured interviews with 15 UK organisations was undertaken to collect evidence for a causal relationship between CI leadership competences and CI capability.FindingsAnalysis of the benchmarking data provides clear evidence of the causal relationship between the CI leadership competences of mid-level management and CI capability of the organisation. Given that the empirical study was structured on the basis of the CI leadership roles and competences framework introduced in this paper, this also provides validation for the proposed framework and the CI environment model.Practical implicationsThe evidence-based knowledge of the positive relationship between the mid-management CI leadership competences and the effectiveness of the CI capability informs strategic organisational development interventions towards enhancing CI capability and effectiveness, ultimately underpinning productivity enhancement and sustainability. The framework for mid-level management CI leadership roles, responsibilities and competences introduced in this paper and grounded in underpinning work undertaken within a large automotive Original Equipment Manufacturer (OEM), can be adapted by any organisation. The CI environment reference model should provide a comprehensive support for strategists to communicate the framework for CI capability improvement within an organisation, to enhance acceptability and adherence to improvement actions.Originality/valueThis research proves for the first time the significance of the causal relationship between the CI leadership competences and the effectiveness of the CI capability within an organisation, thus filling an important gap between established previous work, focussing on the role of mid-level management on one side and practitioner and team level roles, methodologies and tools. The proposed CI environment model is a theoretical contribution with reference value for both practice and further studies. The comprehensive framework for mid-level management CI leadership roles, responsibilities and competences introduced in this paper provides sound foundation to deliver CI leadership in the workplace.

PurposeThis article describes advances in the study of knowledge transfer (KT) in project-based organizations (PBOs). Project management offices (PMOs) have both a moderation role and a mediation role to play in KT between projects. In order to improve KT between projects, this paper explores the mediation role of the PMO in the transfer of knowledge with different levels of articulability. The aim is to improve the usability of transferred knowledge.Design/methodology/approachThe case study method was used to investigate KT in five-divisional PMOs within a multinational engineering and project management PBO. Fifteen semi-structured interviews were conducted and the results were analysed using ATLAS.Ti (a computer-aided qualitative data analysis software).FindingsThe findings show that it is the way in which the PMO structures knowledge management (KM) infrastructure and processes, which determines the success of its mediation role in the transfer of tacit and explicit knowledge between projects. The articulability of knowledge influences the PMO's mediation role and the PMO's mediation role in turn improves the usability of knowledge, thereby creating a conducive environment for a competitive advantage.Originality/valueThis study offers a framework to assist scholars and practitioners to understand the mediation role of the PMO in the transfer of knowledge with different levels of articulability within the projects environment. Such understanding can improve the usability of transferred knowledge, thereby creating a competitive edge for a PBO. The study shows that the PMO can be used as an instrument for KT between projects, a theme that was not found in literature. The paper thus offers new empirical information.

PurposeExecutive sponsors play a significant role in the success of megaprojects which, in turn, affect national economies and millions of people. However, the literature on the requisite attributes of project sponsors on megaprojects is still sparse. The purpose of the paper is to provide guidelines to company boards and executives who are tasked to appoint suitable executive sponsors to megaprojects. Thus, the paper contributes to the sparse literature on megaproject sponsors.Design/methodology/approach A total of 26 senior managers, with experience in megaprojects ranging from 8 to 15 years – and who were involved in 6 recent megaprojects with a combined value of US$13.75bn – were interviewed on the attributes of megaproject sponsors. Transcriptions of semi-structured, open-ended interviews were analysed with computer-assisted qualitative data analysis software (CAQDAS).FindingsThe study identified the most essential attribute as appropriate seniority, being empowered and accountable, with appropriate seniority, being empowered and accountable, with apposite credibility and with both personal and positional power. The study also uncovered 13 attributes – all components of “competence” – which have not previously been explicitly identified in literature as elements of sponsor “competence”.Originality/valueIn the current study guidelines are provided for the selection and appointment of appropriate megaproject sponsors.

Purpose This paper aims to contribute to the understanding of the mechanisms that evolve during reputational scandals and lead to changes in industry regulation. It explores the processes by which a demand for external industry regulation evolves, also addressing the consequences of firms’ competitive behaviors which lead to substantial misbehavior and the destruction of reputational capital. The authors are interested in whether and how regulatory activities – in the case analyzed here, changes in insurance regulation regarding sales commissions for insurance brokers – are used as a costly, external behavioral control mechanism (third-loop learning) to terminate a reputational scandal that cannot be stopped by internal controls at a firm level (first-loop and second-loop learning) anymore. Design/methodology/approach The paper explores a real-life case in the German insurance industry that peaked in 2012 and has been well documented by broad media coverage, complemented by interviews with leading industry representatives. Using causal process tracing as a methodology, the authors study the factors in the case that led to an industry scandal. The authors further analyze why the insurance firms involved were not able to limit the scandal’s impact by internally controlling their behaviors, but had to call for external regulation, thus imposing costly restrictions on sales and contract processes. To identify the mechanisms underlying this result, theories from the fields of economics (game theory) and sociology (vicious cycle of bureaucracies), as well as organizational learning theory, are used. Findings The authors find that individual rationality does not suffice to prevent insurance firms from scandalous business practices, e.g. via implementing appropriate internal behavioral control measures within their organizations. If, as a result, misbehavior leads to reputational scandals, and the destruction of reputational capital spills over to the whole industry, a vicious cycle is set in motion which can be terminated by regulation as an externally enforced control mechanism. Research limitations/implications This study is limited to the analysis of a single case study, combining published materials, e.g. broad media coverage, with interviews from representatives of the insurance industry. Nevertheless, the underlying mechanisms that have been identified can be used in other case studies as well. Practical implications The paper shows that if firms want to avoid increasing regulation, they must implement strong reputational risk management (RRM) to counteract short-term profit pressure and to avoid restrictive regulation imposed on the industry as a whole. Furthermore, it sheds light on the relevance of spillover effects for RRM, as not only employee behavior within an organization might lead to the destruction of reputational capital but also that from other firms, e.g. from elsewhere within an industry. Originality/value The paper contributes by emphasizing a direct causal link between corporate scandals, loss of reputation and regulatory change within the insurance industry. Furthermore, the paper contributes by combining economic theories with organizational theories to understand real-life phenomena.

PurposeThe paper responds to calls in recent research for a model that shows how the business case should be used throughout the project's lifetime to achieve sound governance and thereby project success. The aim of the paper is to advance theory about the effective use of the business case.Design/methodology/approachBesides the processes and information required, the literature identified 43 organizational facilitating factors, structured into 5 categories, which are required for effective use of the business case. To offer a useful model, the authors' approach was to do a factor analysis, based on existing survey data, to reduce the number of facilitators and to validate their categorization.FindingsThe findings of the paper were as follows: (1) the classification of the proposed facilitating factors was validated; (2) the number of facilitators needed to ensure that the business case is used effectively was substantially reduced and (3) a “business case effectiveness model” is proposed to clarify the relationship between the organizational facilitating factors, the business case processes and the information required to effectively use the business case.Originality/valueThis is the first time that a business case effectiveness model has been proposed. Besides consolidating business case theory, it can be used to guide people and organizations on simple, affordable ways to improve their use of the business case to achieve sound governance and hence business/information technology project success.

PurposeProject studies analyse either managing practices or the temporal nature of project management, which leaves open a research gap: the temporality of managing practice. The paper demonstrates that performativity theory with a temporal perspective helps us to understand how managing a project organises limited temporal resources by aligning activities, deadlines or milestones to reach a goal in a given time.Design/methodology/approachThe article utilises empirical data and grounded theory methodology. Ten interviews with project managers from two companies support empirically guided theory building and conceptual reasoning.FindingsThe article extends John Law's “modes of ordering” to a project-specific mode of temporal ordering. This mode of temporal ordering describes the underlying rationale of project managers who assign, order and materialise time to generate the temporal structure of the project.Research limitations/implicationsThe conceptual nature of the paper and its limited empirical data restrict the generalisation of the findings. The article's goal is to initiate further research and to offer a set of tools for such research.Originality/valueThe contribution links managing practice and temporality in a performativity approach. This link focusses the actual actions of the managers and contextualises them in the temporal flow of the project. Managing projects as a mode of temporal ordering describes how project managers enact temporal structures and how they themselves and their activities are temporally embedded.

PurposeThe present study aims to address the emergence of platform-organized open innovation (OI). The research has the two main aims: the first is to increase the understanding of the performance of OI by investigating how the achievements of OI are measured in situated practices from a performative and strategic knowledge management (SKM) orientation. The methodological disadvantages of not pre-given case selection are partially counterbalanced by the second aim of the research, which is to extend existing SKM theory and examine how platforms create knowledge as they include actors and digital devices, thereby potentially redistributing relations of accountability.Design/methodology/approachBuilding on performativity theory, the paper studies how the achievements and knowledge created in OI are managed and evaluated in practice. The case description draws on different sources from a spiral case study, as openness is performed by platform, firm, crowd and innovation intermediaries.FindingsThe paper illustrates how a strategy of digitally enabled openness brings its own issues as platforms enable knowledge sharing and perform a redistribution of accountability. In the heterarchies studied through this research endeavor, managers and their team members were accountable not only to multiple units, or teams, across the organization, but also to the crowd. The case material demonstrates that the ecology of devices and their performative struggles create lateral accountability.Research limitations/implicationsWhile recent streams of research suggest that the context of OI (i.e. distributed sources of knowledge for innovation) shifts the unit of analysis of organization design from the individual firm to networks of actors organized on platforms, the authors find that the focal firm still remains a key conceptual parameter in SKM research, which, in turn, makes it difficult to capture the suggested radicality of OI.Practical implicationsThe authors show, that in practice, the firm has to take into account the performance of the external crowd and at times put resources into its training and education. In heterarchy, distributed authority is assumed to be facilitated through lateral accountability, whereby the traditional principles of vertical authority no longer hold, but rather, managers and their team members can be accountable to multiple units, or teams, across the organization.Originality/valueThe paper develops a performative theory of openness. OI is a model, strategy and socio-material practice whereby digital designs create an ecology of devices that can enact all kinds of openness. Ultimately, the current paper proposes that SKM and OI theory need to consider how platforms perform relations of accountability beyond the boundaries of the single organization.

PurposeInnovation in rural tourism and hospitality (RT) is a complex process that involves the exchange of knowledge and resources between many actors and the interrelationships between those actors in the business environment. The purpose of this paper is to provide structure to this “knowledge and resource ecosystem” through a thorough systematic review of the extant literature.Design/methodology/approachThe current study uses a time-tested and reproducible systematic literature review process to identify and analyse 79 research papers that have discussed innovation in RT.FindingsThrough content analyses, this review identifies critical stakeholders in the innovation ecosystem, as well as the enabling and hindering roles these stakeholders play in innovation. The thematic analysis uncovers three key research foci: stakeholders and their roles, outcomes of innovation and business model innovation. The review also identifies types of innovation and critically analyses the bibliographical research profile. The authors summarise the findings in an RT innovation ecosystem model, which includes the various actors and their knowledge and resource sharing roles within the business environment.Originality/valueThis is one of the first systematic reviews to concentrate on RT innovation and, within that focus, on knowledge and resource networks in particular rather than on innovation in tourism in general, which was the focus of prior reviews. The authors encourage cross-pollination of ideas by introducing theories from the strategic management, innovation, knowledge management and business model innovation literature wherever appropriate. To consolidate and present the findings on the innovation process’s antecedents and outcomes, the authors present an ecosystem of innovation within the RT framework.

PurposeThis paper attempts to empirically model and analyse interrelationships of quality management (QM), information technology (IT) and entrepreneurial culture (EC) with its impact on performance of Indian IT enabled service small and medium size enterprises (SMEs). More specifically, this paper aims to investigate the proposed model which is validated by analysing both direct and indirect paths by deploying higher order structural modelling.Design/methodology/approachA quantitative approach has been followed by deploying cross-sectional research design. Structured questionnaires were distributed personally and by e-mail to around 1,380 service SMEs. The approach follows empirical testing and analyses of hypothesized paths of the proposed research model which is validated with confirmatory factor analysis (CFA) using maximum likelihood estimation. This study also identifies and tests the mediation effect of higher order constructs.FindingsThe findings demonstrate poor manifestation of entrepreneurial and market-oriented activities and confirm the mediation effect of IT and QM in the relationships of QM→EC along with IT→performance paths, respectively. Results indicate that IT and QM are complementary resource factors which signifies symbiotic relationships between them. Analyses highlights the significance of QM as a mediator in enhancing performance outcome through IT benefits and the effect of inculcation of EC by enterprises on their performance in today's vibrant and uncertain environment.Practical implicationsThis study highlights major key areas of the decision-making process for SMEs’ owner and operations manager to overcome identified challenges like instituting collaboration with external business firms for learning, sharing risks and diversifying innovation capacity for managing capabilities of firms to earn sustainable profit margins. The outcome of this study would help operations manager, decision makers and entrepreneurs to redesign their business processes and entrepreneurial strategies by deploying operational intelligence in order to ensure agility and smooth flow within the firms. This would facilitate and help SMEs to cut down costs and redundancies in the process which would improve productivity and performance excellence.Originality/valueThe novelty of this study is based on development and empirical validation of the proposed research model which depicts how service SMEs could generate value with influence/effect of contextual factors on the QM–performance relationship. Findings of this study make significant contribution to the body of knowledge with new insights by highlighting the niche area in terms of interlinkages pertaining to quality management, IT and EC explicitly in Indian SMEs’ context.

PurposeThis paper aims to contribute to research on public sector sustainability reporting, by focussing on the sustainability reporting of EU institutions and agencies. It seeks to examine to what extent the EU is leading by example in this area and to highlight the challenges for developing sustainability reporting at EU level.Design/methodology/approachThe paper is based on the European Court of Auditors’ (ECA) review on reporting on sustainability and presents the results of qualitative research, including a survey conducted among EU institutions and agencies. Additional secondary literature analysis puts the review's findings into the current research context on sustainability reporting.FindingsThe paper provides an overview of how the EU and its institutions and agencies report on sustainable development. It finds that the EU, as well as its institutions and agencies, are not yet leading by example on sustainability reporting. Of the 53 EU institutions and agencies surveyed, only 2 published sustainability reports. Additionally, the paper identifies key challenges for sustainability reporting in the public sector and highlights future research areas.Originality/valueThis is the first academic article on sustainability reporting of EU institutions and agencies. It contributes to our understanding of the status and challenges of public sector, supranational sustainability reporting and the auditing of such activities.

Purpose Few studies have focused on the impact of conjugal control and non-conjugal control on the innovation capability of family firms. In the context of the relative lack of research on the relationship between family firm heterogeneity and innovation ability, this study aims to focus on the differentiated impact of husband–wife-controlled family listed companies and non-husband–wife-controlled family listed companies on their innovation capabilities, which provides empirical evidence with more Chinese institutional and cultural characteristics for the development of corporate organizational management and innovation theories. Design/methodology/approach Taking all A-share listed family firms from 2007 to 2016 as the research sample, this paper examines the influence of spousal control on firm innovation level by empirical research method. Findings The empirical results show that compared with non-spousal-controlled family enterprises, spousal-controlled family enterprises have significant positive effects on the level of enterprise innovation. Further studies suggest that joint management of spousal-controlled family enterprises improves the level of innovation. Authority difference of the couple will weaken the innovation capacity. However, the wife’s professional skills can promote the innovation level. Originality/value Focusing on the characteristics of family internal structure and embedding marriage relationship in the enterprise organization, this paper investigates the influence of different characteristics of husband and wife and cooperation mode on enterprise innovation, and the conclusion enriches the theory of family business and family science, as well as provides important information reference for the stakeholder groups in the capital market.

PurposeThe Physical Internet (PI) provides solutions to improve the current unsustainable economically logistics systems. This paper aims to identify the key themes and point out the gaps to demonstrate the current state of the PI deployment in the industry. Furthermore, this paper attempts to provide possible opportunities for future research to lead research directions of PI deployment in the industry.Design/methodology/approachThis paper follows the methodology of systematic literature review (SLR) including five processes of (1) identifying the search process; (2) selecting publications following the criteria that include and/or exclude a publication; (3) evaluating and analyzing the chosen literature; (4) reporting findings and (5) synthesizing future research opportunities. A total of 88 papers ranging from 2011 to 2021 were selected and coded for analysis.FindingsThis paper has identified 7 themes, including the PI concepts, assessments of the PI, components of the PI, innovative facilities applied in the PI, collaboration in the PI, the PI implementation and literature review. Meanwhile, five key methodologies including experimental, exploratory, review, design science research as well as mixed-methods have been classified. A framework has been proposed to summarize the results incorporating the real-life industries involved in the existing research. The authors also present the research gaps and future research opportunities for the PI deployment in industries.Originality/valueThis study is one of the first research focusing on the PI real-life implementation and thus contributes to the PI literature differing from other literature review papers. The proposed framework is useful to learn about the current core research themes in the PI. The discussion of future research opportunities may inspire interesting research delving into the field.

PurposeThis paper aims to propose a framework on complaint management system for quality management by applying the text mining method and potential failure identification that can support organization learning (OL). Customer complaints in the form of email text is the input of the framework, while the most frequent complaints are visualized using a Pareto diagram. The company can learn from this Pareto diagram and take action to improve their process.Design/methodology/approachThe first main part of the framework is creating a defect database from potential failure identification, which is the initial part of the failure mode and effect analysis technique. The second main part is the text mining of customer email complaints. The last part of the framework is matching the result of text mining with the defect database and presenting in the form of a Pareto diagram. After the framework is proposed, a case study is conducted to illustrate the applicability of the proposed method.FindingsBy using the defect database, the framework can interpret the customer email complaints into the list of most defect complained by customer using a Pareto diagram. The results of the Pareto diagram, based on the results of text mining of consumer complaints via email, can be used by a company to learn from complaint and to analyze the potential failure mode. This analysis helps company to take anticipatory action for avoiding potential failure mode happening in the future.Originality/valueThe framework on complaint management system for quality management by applying the text mining method and potential failure identification is proposed for the first time in this paper.

PurposeIn this research, the emphasis is multifold. First objective is to study differences amongst India's Make-in-India, Germany's Industry 4.0 and China's Made-in-China 2025 on a macro level. Second objective is to identify where does individual industry segment out of the five broad segments (prioritized by Make-in-India initiative) represented by ten firms in India stand in terms of adoption of Industry 4.0 technologies. Third objective is to identify key barriers for each of these five industry segments. Finally, socio-technical interventions are also proposed aimed at faster adoption of Industry 4.0 technologies.Design/methodology/approachA mixed methodological approach is followed to achieve the research objectives. First, for the macro-level comparison of three pertinent countries, extant research and industry literature have been relied upon. Thereafter, at a micro level, inputs from experts belonging to focal sectors are included in this study to ascertain the current level of readiness of adoption of Industry 4.0 technologies and the barriers to adoption. Finally, the authors argue for and propose some socio-technical interventions that are aimed at mitigation of barriers for adoption of Industry 4.0 technologies.FindingsIt has been ascertained that amongst the ten firms (two each from given focal sectors) considered in the study, the automotive and the software firm are perhaps best placed to adopt the Industry 4.0 technology, while the infrastructure project management firm is least ready for Industry 4.0 technologies. The common barriers to adoption of Industry 4.0 technologies, as elaborated by experts belonging to each of the ten firms, are also identified. These three commons barriers are resistance to change, unclear economic benefits and problems related to coordination and collaboration.Research limitations/implicationsThe study is one of first attempts to understand the nuances related to technology readiness across focal industries pertaining to the Make-in-India initiative and Industry 4.0. The study furthers the extant understanding of common and distinct barriers across industries. Employing the soft-systems methodology, the study advocates for a number of socio-technical interventions pertaining to establishment of e-skill ecosystem, community learning clusters and sector-focussed skill acquisition and augmentation. Since the study considers only two firms corresponding to each of the five focal sectors, including more firms across industries could have resulted in further validation of study as well.Practical implicationsContrasting the initiatives of the three countries results in identification of different thematic focus of the respective initiatives. While India's Make-in-India initiative has a strong social dimension, Germany's Industry 4.0 and Made-in-China 2025 have key objective related to integration of cyber-physical systems and to graduate to innovation-driven country, respectively. Further, analysis on the technology readiness for adoption of Industry 4.0 technologies based on the respective experts' assessment results in understanding of the underlying barriers.Social implicationsAdopting the soft-systems perspective linking nuances of stakeholders, socio-technical systems and socio-economic characteristics results in several propositions to further the social objectives of India's Make-in-India initiative. These propositions advocate for pathways in which extant strengths in terms of technology, people and existing socio-technical structures can be brought together to cater to the requirements related to employability and skill augmentation of new as well as existing workforce.Originality/valueExtant research literature is primarily focussed on certain specific topics within Industry 4.0 implementation and is mainly based on conceptual or theoretical basis. From a practitioners' perspective, only a few empirical papers could be found that too are typically focussed on single case studies resulting from pilot applications of Industry 4.0. However, such papers have not examined the broad implications of Industry 4.0 in terms of differences between key countries' manufacturing initiatives, readiness of key sectors, sectoral barriers and accompanying policy-level implications associated with implementation of Industry 4.0. Thus, the objective of this research is to abridge these research gaps.

PurposeThis paper proposes a decision-making framework for assessing various dimensions and barriers that have affected the admission process in management educational institutions during the ongoing pandemic. The framework considers the interrelationship between the obstacles and highlights the importance of each barrier.Design/methodology/approachAn integrated method based on decision-making trial and evaluation laboratory and analytical network process is proposed to structure the barrier assessment framework. Results obtained from the study are validated by comparing them against the conventional analytical hierarchy process.FindingsThe results obtained from this study indicate four significant dimensions that hinder admission in Indian management institutes, namely, governmental, financial, sectoral, institutional and market. The top five barriers are demand shift towards technical (alternative) skills, acceptance of the graduated students, lack of industry–institute collaboration, lack of long-term vision and opening new Indian Institute of Technologies (IITs) and Indian Institute of Managements (IIMs).Research limitations/implicationsDuring this ongoing pandemic, many educational institutes have been forced to shift from the traditional classroom to a virtual teaching model. In this regard, this study helps identify and assess the barriers to admission in Indian management institutes during this epidemic and thus, contribute to the literature. The findings will assist all stakeholders and policymakers of management institutions design and develop appropriate managerial strategies. The study is conducted in the Indian management educational institute context and can be extended to technical education institutions for deeper insights.Originality/valueThe paper develops an assessment framework for analysing the barriers to admission in Indian management institutes during the ongoing COVID-19 pandemic. Research implications are discussed in the context of a developing country.

PurposeThe purpose of this paper is (1) to review, analyze and assess the existing literature on lean tools selection studies published from 2005 to 2021; (2) to identify the limitations faced by previous studies; and (3) to suggest future works that are necessary to facilitate the selection of lean tools.Design/methodology/approachA systematic approach was used in order to identify, collect and select the articles. Several keywords related to the selection of lean tools were used to collect articles from different Scopus indexed journals. Next, the study systematically reviewed and analyzed the selected papers to identify the lean tools' selection method and discussed its features and limitations.FindingsAn analysis of the results showed that previous studies have adopted two types of methods for selecting lean tools. First, there are various traditional methods being used. Second, multi-criteria decision-making (MCDM) methods were commonly used in previous studies, such as the multi-objective decision-making method (MODM), single multi-attribute decision-making (MADM) methods and hybrid (MCDM). Moreover, the study revealed that the lean tools' selection methods in previous studies were based on evaluating the relationship between either lean tools and performance metrics or lean tools and waste, or both.Research limitations/implicationsIn terms of its theoretical value, the study is considered as an extension of the previous researches performed on this topic by determining and analyzing the features of the most selection methods of lean tools. Unlike previous review papers, this review had considered discussing and analyzing the characteristics and limitations of these methods. Section 2.2 of this paper reviewed some of the categories of MCDM methods as well as some of the traditional methods used in the selected previous studies. Section 2.1 of this paper explained the concept of lean management and its application benefits. Further, only three sectors were covered by the previous studies in this review paper. This study also provided recommendations for future research. Therefore, it provided researchers with a good conception of how to conduct the studies on lean tools selection. Besides, knowing the methods used in previous studies can help researchers develop new methods to select the best set of lean tools. That is, this study provided and advanced the existing knowledge base for researchers concerning lean tools selection, especially there is limited availability of review papers on this topic. Moreover, the study showed researchers the importance of the relationship between lean tools and indicators or/and performance indicators to determine the appropriate set of lean tools so that the results of future studies will be more realistic and acceptable.Practical implicationsPractically, manufacturers face a significant challenge when selecting proper lean tools. This study may enhance managers, manufacturers and company's knowledge to identify most of the methods used to choose the best set of lean tools and what are the advantages, disadvantages and limitations of these methods as well as the latest studies that have been adopted in this topic. That means this study can direct companies to prioritize the application of lean tools depending on either the manufacturing performance metrics or/and manufacturing wastes so that they avoid incorrect application of lean tools, which will add more non-value added activities to operations. Therefore companies can decrease the time and cost losses and enhancing the quality and efficiency of the performance. Correctly implementing the best set of lean tools in companies will lead in general to correctly applying lean management in corporations. Therefore, these lean tools can boost the economic aspect of companies and society through reducing waste, improving performance indicators, preserving time and cost, achieving quality, efficiency, competitiveness, boosting employee income and improving the gross domestic product. The correct lean tool selection reduces customer complaints and employee stress and improves work conditions, health, safety and labor wellbeing. Besides, the correct lean tools selection improves materials usage, energy usage, water usage and decreases liquid wastes, solid wastes and air emissions. As a result, the right selection of lean tools will have positive effects on both the environment and society. The study may also encourage manufacturers and researchers to adopt studies on lean tools selection in small- and medium-sized companies because the study referred to the importance and participation of these kinds of companies in a large proportion of the economy of developing countries. Further, the study may encourage some countries that have not previously adopted this type of study, academically and industrially to conduct lean tools selection studies.Social implicationsAs mentioned previously, the correct lean tool selection reduces customer complaints and employee stress and improves work conditions, health, safety and labor wellbeing. The proper lean tools selection improves materials usage, energy usage, water usage and decreases liquid wastes, solid wastes and air emissions. As a result, the right choice of lean tools will positively affect both the environment and society.Originality/valueThe study expanded the efforts of previous studies concerning lean management features. It provided an accurate review of most lean tools selection studies published from 2005 to 2021 and was not limited to the manufacturing sector. It further identified and briefly described the selection methods concerning lean tools adopted in each paper.

PurposeSupply chain analytics with big data capability are now growing to the next frontier in transforming the supply chain. However, very few studies have identified its different dimensions and overall effects on supply chain performance measures and customer satisfaction. The aim of this paper to design the data-driven supply chain model to evaluate the impact on supply chain performance and customer satisfaction.Design/methodology/approachThis research uses the resource-based view, emerging literature on big data, supply chain performance measures and customer satisfaction theory to develop the big data-driven supply chain (BDDSC) model. The model tested using questionnaire data collected from supply chain managers and supply chain analysts. To prove the research model, the study uses the structural equation modeling technique.FindingsThe results of the study identify the supply chain performance measures (integration, innovation, flexibility, efficiency, quality and market performance) and customer satisfaction (cost, flexibility, quality and delivery) positively associated with the BDDSC model.Originality/valueThis paper fills the significant gap in the BDDSC on the different dimensions of supply chain performance measures and their impacts on customer satisfaction.

Purpose This paper aims to investigate the economic impacts of the current coronavirus disease, which is globally known as (COVID-19) pandemic, on small businesses in the tourism and hospitality industry, including food and beverages (F&B) industries in Malaysia during and after the enforcement of the Movement Control Order (MCO) and conditional (CMCO) with the emergence of new business models. Design/methodology/approach In this paper, the implemented methodology involved a secondary qualitative research design based mainly on the existing literature, the World Health Organisation (WHO) reports, the government’s documents, in addition to online sources and observations regarding local business experiences. Findings The findings revealed that implementing effective strategies of recovery, shaping resilience solutions and supporting policies such as the National Recovery Plan, which is backed by the government played a pivotal role in avoiding the turndown of small businesses. Originality/value This critical review is submitted as an original research paper, which aims to provide important perspectives regarding the COVID-19 pandemic impacts on the tourism and hospitality industry in Malaysia. This paper serves as a scholarly platform for further in-depth studies on various resilience solutions of small businesses.

PurposeThe purpose of this paper is to investigate the relationship between some corporate characteristics, audit quality and managerial entrenchment in Tunisian companies.Design/methodology/approachThe multivariate regression model is used for hypothesis testing using a sample of 224 listed observations on Tunisian Stock Exchange during 2014–2020. An exploratory factor analysis of four variables (chief executive officer (CEO) duality, CEO tenure, CEO seniority and CEO age) is used for calculating a unique index assessing the managerial entrenchment.FindingsThe results show a negative and significant relationship between audit quality and managerial entrenchment. The authors also find that firm characteristics affect management entrenchment. Precisely, corporate financial performance and firm leverage show positive connections with managerial entrenchment (ME). Additional analysis confirms the negative impact of the coronavirus disease 2019 (COVID-19) pandemic on managerial entrenchment level.Practical implicationsThe study’s findings have practical implications that may be useful to different stakeholders, policymakers and regulatory bodies interested in reducing management entrenchment. This study offers signals to shareholders about specific governance attributes, namely audit quality, that control the extent of manager's entrenchment.Originality/valueThe originality of this paper consists in focusing on developing countries, namely the Tunisian context; while the managerial entrenchment phenomena has been widely examined in developed markets. Moreover, contrary to the overwhelming majority of previous studies that has used individual indexes for evaluating the entrenchment, the authors calculate a mixed index of managerial entrenchment using the principal component analysis based on four governance mechanisms (CEO duality, CEO age, CEO seniority and CEO tenure).

Purpose Knowledge transfer (KT) has been attracting significant attention from the scientific community. The need to establish collaborative network relationships to achieve effective KT has led to a large volume of studies that attempt to identify how collaborative networks influence KT processes. However, papers, which link KT and networks have not been systematised. This study aims to provide an overview of this academic field and sets an agenda for future research. Design/methodology/approach The authors followed the preferred reporting items for systematic reviews and meta-analyses method to conduct a systematic review of the literature published in 2000–2020. The authors sourced the sample from the Web of Science and Scopus databases. The authors screened the references under the management and business categories that were published in the first two quartiles of the Journal Citation Report. This search returned 190 impactful papers across the 53 journals that were analysed. Findings The authors present the main results in two sections. First, this paper elaborates a conceptual model of the field; second, the authors review KT between firms and other agents, which allows us to identify KT flows within and between companies, universities and public institutions. Originality/value This paper provides the first systematic review of collaborative networks and KT. Five areas of action are identified for future research and are specified in several research questions. The authors also provide several practical implications. In a world in which more and more dynamic agents coexist, it is important to be aware of the needs of organisations that create and disseminate specific knowledge.

PurposeThis paper examines how digitalization can affect three aspects of firm growth. The specific objectives are as follows: (1) to increase understanding of how digitalization affects pre-factors for growth, (2) to examine how digitalization transforms the growth process, especially growth strategies and (3) to examine how digitalization is apparent in the outcome of growth.Design/methodology/approachWe explore six Finnish growth companies in order to understand the relationship between digitalization and growth. We used qualitative data collection and the Digimat measurement test for analyzing patterns, themes and best practices to generate a deeper understanding of the impact of digital technologies on business growth and growth strategies in these companies.FindingsWe propose that business growth includes three aspects of growth: pre-factors of growth, growth as a process and growth as an outcome. Digitalization may affect all of these aspects and strategic flexibility can affect business growth. Digitalization and strategic flexibility are intertwined; strategic flexibility enables the application of new technology, and digitalization enables flexibility.Practical implicationsBuilding on the results of the case studies, this research identifies relationships between digitalization, business growth and strategic flexibility.Originality/valueThis paper contributes to the growing literature on digitalization, providing new insight into its relation to business growth.

PurposeThe purpose of this paper is to explore the role of HR managers as choice architects to increase the communication efforts for vaccination drives, thereby making the workplace a safe place for all employees.Design/methodology/approachThis study used qualitative research methodology and interviewed 10 HR managers.FindingsThe findings indicate that HR managers can use the nudge theory and choice architecture to encourage employees towards coronavirus disease 2019 (COVID-19) vaccination.Practical implicationsHR professionals will get an alternate perspective regarding how learnings from behavioural economics can be leveraged in a post-pandemic world which can help them create a safe working environment.Originality/valueThis paper is an attempt to explore how learnings from behavioural economics (that is, nudge theory and choice architecture) can be leveraged by HR managers to design default options while organizing COVID-19 vaccination camps to motivate employees to get fully vaccinated and hence creating a safe working environment.

PurposeThis conceptual paper aims to contribute to the knowledge management (KM) literature by seeking to determine whether wisdom management (WM) will replace KM in future.Design/methodology/approachThis exploratory paper follows the interpretivist research philosophy and the deductive approach. The data collection is based on selected literatures from three disciplines (KM, philosophy and psychology). The findings were qualitatively analysed.FindingsThe findings are threefold: (1) the discussion of wisdom has been either neglected or superficially discussed in the KM literature; (2) despite the fact that wisdom is widely discussed and researched in philosophy and psychology disciplines, there is no commonly agreed upon definition of wisdom, and a dichotomy exists between the implicit and explicit theories of wisdom; (3) wisdom research in philosophy and psychology disciplines provides valuable input to KM by identifying the dimensions, components and characteristics of wisdom and wise individuals.Research limitations/implicationsImportant sources may have been unintentionally overlooked in this paper. This paper identifies the need for empirical research and discussion about WM as the next potential phase of KM. It offers several implications for researchers, managers and management educators as this paper shows that WM is emerging as a new discipline.Originality/valueThis paper makes a theoretical contribution to the fifth phase of KM by drawing attention to wisdom and WM as the next potential phase of KM.

Purpose Within the next 20–30 years, adaptive reuse will have the greatest potential to reduce the built environment's environmental impact. Despite this, stakeholders still do not have sufficient points of reference in justifying and evaluating their adaptation practice decisions. The decision to reuse a building involves a complex set of considerations, including economic, social, environmental, legislative and architectural issues. The purpose of this paper is to investigate the unique decision-making criteria among stakeholders when considering adaptive reuse of an existing building asset in Malaysian heritage cities. Design/Methodology/Approach Thirty (30) unique criteria of decision-making were identified through a detailed literature review. The quantitative method of a self-completion questionnaire survey was conducted among stakeholders, including architects, valuers, planners, government department, developers and building owners. There were asked about their opinion and view on the criteria that could have influenced the decision-making in considering the adaptive reuse of the existing buildings in two heritage cities in the states of Penang and Malacca, Malaysia. Thus, it is the aim of this paper to evaluate and reveal the key criteria pertaining to this. Findings The analysis shows that there are seven key criteria that influence the decision-making of adaptive reuse of existing building: building value; building suitability; structural condition; official plan and zoning; building code; client requirement and heritage designated. In this regard, while “building value” factors were the key determinants in deciding whether to reuse or demolish, the asset’s suitability and structural condition, as well as rules, were also taken into account. Additionally, the environmental, economic and social tenets of sustainability were also identified as important, but were given less weight in matters concerning reuse. And due to the fact that many of the existing buildings are rapidly becoming obsolete, they are now increasingly being prioritized during the adaptive reuse decision-making process to ensure long-term outcomes. Research Limitations/Implications The research is limited owing to the difficulty in obtaining accurate information concerning the number of decision agents who have been involved in the adaptive reuse of existing buildings. Thus, the respondents in this research were randomly selected. Due to this limitation, the result does not encompass the whole Malaysia, only the stakeholders in Penang and Malacca have been selected the respondents in this study as these states are listed in the UNESCO World Heritage. Social Implications When deciding whether to reuse or demolish an existing building, the proposed criteria will outline the crucial areas that must be examined by owners, developers and key project stakeholders. It can also be used to assess the financial, physical and social aspects of a cultural project. Originality/Value This paper adds to the body of knowledge concerning decision-making criteria for adaptive reuse strategies in achieving heritage city sustainability.

PurposeThe purpose of this paper is to examine the enablers and barriers influencing international knowledge transfer at the team-level in the context of product innovation within an emerging-market multinational enterprise (EMNE) in the insurance industry.Design/methodology/approachThe research applies an exploratory case study design considering an emerging-market multinational insurance company headquartered in Colombia. Four subsidiaries (El Salvador, Chile, Argentina and Colombia) and the Corporate Office (headquarter) served as the research sites. It also adopts an interpretive research approach providing a grounded theory framework linking international knowledge transfer and product innovation.FindingsThe empirical findings emphasize the central role played by the enablers (i.e. shared vision, empathy and knowledge sources) in facilitating international knowledge transfer, which, in turn, enhances product innovation. More important, however, is the detailed explanation that the paper provides regarding the enablers’ microfoundational antecedents in terms of key activities that are performed at the team-level.Research limitations/implicationsThe grounded theory framework was constructed using data collected in a single firm associated with a particular industry and regional context. The study only considered a single aspect of knowledge management (i.e. knowledge transfer). Other aspects of knowledge management systems, such as knowledge creation and knowledge application, should be used for explaining product innovation in EMNEs more comprehensively.Practical implicationsThe study suggests a set of enabling conditions and activities that should be adopted by managers of EMNEs to improve international knowledge transfer with the aim of triggering product innovation. This includes the design of strategies for strengthening empathy among geographically dispersed teams by providing opportunities for regular live videoconferences among team members aimed at building close bonds, fostering trust and creating a sense of belonging in which participants get to know each other better and to establish a shared vision and a set of guiding principles and commitments for how the team will work. These suggestions are particularly important today when several multinational enterprises (MNEs) have been forced to rearrange their workplace by replacing face-to-face interactions with virtual work dynamics due to the COVID-19 crisis.Originality/valuePrevious studies have confirmed that international knowledge transfer positively influences MNEs’ innovative performance. However, no studies have been conducted linking both variables in the context of EMNEs in Latin America in the service sector. The research tries to fill this gap. Besides, the paper introduces empathy as a novel enabler for international knowledge transfer and a moderator able to diminish the negative effect that cultural differences and geographical barriers have on the knowledge transfer process.

Purpose A detailed conceptualization of how service experiences are transformed into a memory and the circumstances surrounding a memorable experience is not available in the customer experience literature. This paper aims to address this gap using a multi-dimensional framework (memoryscape) to explain memory processes for service experiences. Design/methodology/approach The paper integrates psychology research, and particularly autobiographical memory, within customer experience management. Findings The paper proposes a comprehensive, multi-dimensional framework (memoryscape) of memory and highlights managerial implications. Research limitations/implications Marketers have yet to fully understand the role of memory in service experience consumption. In today’s service-dominant economy, understanding more about the memoryscape should be a managerial and research priority. Practical implications The authors present four managerial priorities for managing customer experience memories. Originality/value The authors assimilate theories and empirical research in psychology, particularly autobiographical memory, to propose an integrated conceptual framework of the service memory process (memoryscape), to provide insights for managers looking to create memorable customer experiences.

PurposeMaintenance management is perceived as fundamental for ensuring that physical assets contribute to business outcomes. In this context, the purpose of this paper is to elaborate a novel maintenance management framework for asset management (MMFAM) based on ISO 55000 series guidelines.Design/methodology/approachThe paper proposes an MMFAM that intends to translate the technical requirements set out in the ISO 550001 standard to the maintenance stage of asset management. First, the framework is modeled using consideration based on the analysis of the ISO 55000 series and the review of previous maintenance management frameworks. Then, support tools are presented that collaborate for the implementation of the processes and activities provided for in the MMFAM.FindingsThe proposed MMFAM was modeled using a Business Process Model and Notation since it is a standardized graphical notation for process modeling and contributes to the understanding of the framework. In addition, the applicable tools were presented for the practical implementation of MMFAM processes and activities.Practical implicationsThe paper is expected to contribute to maintenance practitioners and researchers in understanding and disseminating a novel maintenance management framework that is in line with asset management through the international ISO 55000 series.Originality/valueAs it is essentially multidisciplinary and complex, asset management has still been little explored. Moreover, the requirements for implementing an asset management system, as explained in the ISO 55001 standard, only provide what needs to be done, but not how to do it. Accordingly, the paper fills a gap in maintenance management literature, as it addresses the ISO 55000 series for asset management in depth.

PurposeThe global health crisis represents an unprecedented opportunity for the development of artificial intelligence (AI) solutions. This paper aims to integrate explainable AI into the decision-making process in emergency scenarios to help mitigate the high levels of complexity and uncertainty associated with these situations. An AI solution is designed to extract insights into opioid overdose (OD) that can help government agencies to improve their medical emergency response and reduce opioid-related deaths.Design/methodology/approachThis paper employs the design science research paradigm as an overarching framework. Open-access digital data and AI, two essential components within the digital transformation domain, are used to accurately predict OD survival rates.FindingsThe proposed AI solution has two primary implications for the advancement of informed emergency management. Results show that it can help not only local agencies plan their resources for timely response to OD incidents, thus improving survival rates, but also governments to identify geographical areas with lower survival rates and their primary contributing factor; hence, they can plan and allocate long-term resources to increase survival rates and help in developing effective emergency-related policies.Originality/valueThis paper illustrates that digital transformation, particularly open-access digital data and AI, can improve the emergency management framework (EMF). It also demonstrates that the AI models developed in this study can identify opioid OD trends and determine the significant factors improving survival rates.

PurposeAlthough Industry 4.0 has created a digital disruption in the business world, there is a huge demand for competent personnel to adapt to innovation in a highly volatile environment. This study aims to develop a conceptual framework on innovation adoption, thus creating a sustainable business performance in the Indian automobile industry.Design/methodology/approachA sample of 272 employees working in the Indian automobile industry was empirically tested to examine the hypothesized relationships. The proposed relationships were further tested using structural equation modelling (SEM) with AMOS 26 software.FindingsResults highlight that knowledge management, climate for innovation, learning agility and internal corporate communication positively affect innovation adoption. Perceived innovation characteristics also have a significant relationship with innovation adoption and sustainable business performance. Furthermore, innovation adoption has a positive relationship with sustainable business performance. However, ambidextrous leadership has a non-significant relationship with innovation adoption.Research limitations/implicationsThis study was confined to the Indian automobile industry, which restricts its generalizability. Thus, future research can be conducted in other sectors and country contexts.Practical implicationsThe paper provides valuable insights to practitioners, HR professionals and managers to develop an agile talent who quickly adapts innovative practices to deliver desired results. Organizations must incorporate digital leadership style, robust knowledge management, climate for innovation, learning agility and corporate communication into their talent development practices that further enhance strategic capabilities and lessen expenditures.Originality/valueThis paper provides a holistic framework of innovation adoption in the Indian automobile industry to attain sustainable business performance.

PurposeThis paper aims to report the results of a comprehensive literature review concerned with exploring the distinctive roles of the underlying multidimensional psychological mechanisms through which organizational culture (OC) affects TQM.Design/methodology/approachA thorough review of the relevant existing studies focusing on the direct and indirect links between OC, employee readiness for change (ERFC), employee commitment to change (ECC) and TQM implementation was conducted. To identify studies to include in the review, electronic searches of prominent databases and journals were carried out for the period 1980 to 2020.FindingsThe thorough analysis of relevant studies indicates that various types of OC influence TQM through certain psychological mechanisms namely ERFC dimensions and employee affective commitment to change. As a consequence, the paper develops a set of propositions and a novel integrative conceptual framework to explain the mediating roles of ERFCs and EACC in the OC–TQM relationship and then concludes by suggesting future lines of research and highlighting practical managerial implications.Originality/valueDrawing on academic perspectives from multiple literature streams, this study offers a more advanced understanding of the relationship between OC and TQM implementation via exploring multiple mediating paths.

PurposeThis paper underscores how organizational ambidexterity and organizational innovation play differentiated roles in the subsidiary reverse knowledge transfers (RKT). The authors argue that both organizational ambidexterity and organizational innovation play a positive but differentiated role in the RKT process in that the former positively influences subsidiary knowledge creation, whereas the latter positively influences subsidiary knowledge transfers.Design/methodology/approachData were collected from 289 foreign subsidiaries operating in Brazil. Hypotheses were developed and tested by applying partial least squares structural equation modeling.FindingsThe results supported the hypotheses and showed that organizational ambidexterity promotes knowledge creation, and that organizational innovation facilitates knowledge transfers.Research limitations/implicationsThe paper offers implications with regard to drivers of subsidiary investments and actions of subsidiary managersvis-à-visthe subsidiary objectives of knowledge creation and/or transfers.Originality/valueShowing the different roles of organizational ambidexterity and organizational innovation, this paper reveals some underlying mechanisms of the RKT process and contributes by explaining the competitive heterogeneity of subsidiaries, with impacts on subsidiary management’s evolutionary and resource dependence perspective.

PurposeThis paper explores the enablers of modular healthcare services.Design/methodology/approachA survey-based approach was adopted with specialised hospitals as the unit of analysis. A structural model was developed based on a literature review and assessed using a cross-sectional research design. A 23-indicator questionnaire was circulated among service providers in the healthcare system across India, and 286 valid responses were received. The data were analysed using partial least squares-structural equation modeling (PLS-SEM).FindingsThe results reveal that professional competence, technological versatility, clear division of tasks, channelised flow of information and professional autonomy act as enablers that may drive modular service delivery.Research limitations/implicationsBy examining service providers' perspectives, this paper highlights the influence of the identified enablers on modular service delivery in healthcare organisations.Practical implicationsFor practitioners, the study provides suggestions for designing patient-centric healthcare services via modular healthcare delivery. The identified structural relationships can facilitate immediate corrective actions and the formulation of future policies. The findings will help practitioners foresee opportunities for patient participation in value co-creation, meet patients' varying needs, decompose service offerings, mix and match components develop sets of rules as interfaces between service modules and design service packages on an ongoing basis.Social implicationsThis study underscores the emergence of patient-centric care and may aid the design of processes that deliver health to the patient as a person.Originality/valueThis paper identifies and empirically validates relationships between healthcare service delivery processes and modular service delivery.

Purpose Despite the concept of energy hub becoming widely signed and used in recent literature for addressing energy geopolitics, policies and relationships, it is still being confused interchangeably with other concepts. Hence, the present paper aims to shed light on the concepts of an energy hub, energy corridor, energy transit and energy center to clarify the main differences among these concepts through conducting a systematic review for the previous studies using the VOSviewer software targeting the identification of the main research gaps and clearing any confusion related to these concepts. Design/methodology/approach This paper conducted a systematic review based on a qualitative synthesis for the available publications from Web of Science and Scopus databases. It also followed strict search and filtration criteria based on the preferred reporting items for systematic reviews and meta-analyses guidelines. In this review, a total of 47 papers, which met the inclusion criteria were selected and identified in the synthesis, and a bibliometric visualization approach were implemented by using VOSviewer software. Findings The bibliometric analysis presented the growth of the research topic recently. Besides, text mining and keyword analysis revealed the key themes that address energy hubs issues such as security, geopolitics, relationships, policies and transit of energy. The main research gaps identified in this review will provide a reference point that will encourage and open new avenues for other interested researchers for future studies. Furthermore, this review contributes to our understanding of the literature related to energy hub area through bibliometric analysis and visualization of publications data. Originality/value According to the authors’ knowledge, this review may be the first bibliometric analysis and systematic review of the energy hub domain.

Purpose This paper aims to explore and explain following a generational change, the latter generation in Chinese family firm is seen to apply different innovation strategies to thrive in a competitive environment. The Chandlerian perspective on management, marketing and manufacturing techniques (3Ms), derived from American business historian, Alfred Chandler has shown conclusively that one of a small yet established enterprises in Malaysia, London Biscuits Berhad (LBB) was able to capture a larger market by focusing on strategy and structure. This case study analytically and empirically describes the insights surrounding enterprise development among family small and medium enterprises (SMEs) in Malaysia. Design/methodology/approach By using the longitudinal way to compare the development of family business through time, the historical profiles that were obtained from Malaysia’s companies commission house (Suruhanjaya Syarikat Malaysia) shows how organizational characteristic is often formulated by capitalizing tacit knowledge as a controlled input in the production process while promoting organization capabilities, as generations change. Secondly, findings from the interviews will show how the latter generation of this family firm innovates and adds value in product manufacturing by upgrading its quality, using resources and revitalizing the stages of business cycle. Findings Findings show that enterprise development is influenced by objective setting during generational change. As time goes by, the next generations have a tendency of minimizing risk and maintaining harmony in the family enterprise. The next generation starts to recruit and retain professional staff while contributing innovative ideas toward the enterprise development, in comparison to the founding generation. The findings also show that diversification activities (manufacturing), improvement in domestic and international networking (marketing) and professional management adoption (management) can clearly be seen in the development of LBB. Practical implications This case study traces how organizational and administrative characteristics of a firm are crucial if the enterprise is to capitalize on tacit knowledge and commercialize it through product development. It also clearly indicates that family enterprises may last several generations if the Chandlerian perspective on 3Ms is successfully transferred and practiced among family members. Originality/value The selected case study focuses on the Chandlerian concept, which is the contribution of organization capabilities that foster strategic competition. This is done by investigating a successful enterprise run by a prominent Chinese family in Malaysia, which has gone through generational change. This paper proves that strategizing a family enterprise through the Chandlerian concept of 3Ms can transform a small business into a large and successful multinational enterprise.

Purpose This paper aims to understand the antecedents and consequences of using the smartphone and/or tablet by professional accountants for business purposes outside of regular working hours. More specifically, this paper aims to test the direct relationships between, on the one hand, work intensification and the use of smartphone and/or tablet and work-family conflict (WFC) and on the other hand, the indirect effect of the use of smartphones and/or tablet between work intensification and WFC. Design/methodology/approach This research was based on a cross-sectional design and quantitative method. The structural equation method was used to test the direct effect of work intensification on smartphone and/or tablet use and WFC. As for the mediation effect of smartphone and/or tablet use between work intensification and WFC, it was tested by the method of indirect effects based on a bootstrap analysis. The statistical treatments were carried out with the AMOS software v.24. Findings The results of the study indicate that work intensification increases the use of smartphones and/or tablets outside of working hours and that this variable increases the intensification of WFC through a process of mediation. Research limitations/implications This research does not take into account the moderating variables that can intervene in the model. For example, the duration of use of the smartphone, the origin of emails or messages (supervisors, customers and colleagues), the types of tasks performed outside working hours and the period of use (evening, weekend and holidays) could have significant effects on the different relationships tested in the model. Furthermore, we had all the positions held by the respondents (for example, chief financial officer, director, vice-president, partners, senior managers, management accountant, auditor, agents, analysts, accountants) grouped into one category and this may have an impact on results. Practical implications The results could be quite interesting for governments and organizations interested in advantage of the technology while reducing its disadvantages. In particular, it is important for accounting firms, which are big users of new technologies (e.g. Smart software and analytics). Indeed, both companies and professional accountants must clearly communicate their expectations regarding the use of technology for business purposes outside normal working hours. Originality/value To the best of the authors’ knowledge, this study is the first to examine the effect of work intensification and the use of smartphones and/or tablets, on WFC.

PurposeThe purpose of this paper is to offer improvement in routing and collection load decisions for a green logistics system that delivers lunch boxes.Design/methodology/approachA mathematical model is introduced into the literature for the 130 years old logistics systems whose delivery accuracy is better than the Six Sigma standard without using sophisticated tools. A simulated annealing (SA) approach is then used to find the routing and collection load decisions for the lunch box career.FindingsThe findings establish that we can improve the world-class lunch box delivery (LBD) system. The suggested improvement in terms of reduction in distance travel is nearly 6%. This could be a huge relief for thousands of lunch box careers. The uniformity in collection load decisions suggested by the proposed approach can be more effective for the elderly lunch box carriers.Research limitations/implicationsThe research provides a mathematical framework to study an important logistics system that is running with a supreme level of service accuracy. Collecting primary data was challenging as there is no scope for recording and maintaining data in the present logistics system. The replicability of the system for some other city in the world is a challenging question to answer.Practical implicationsBetter routing and collection load decisions can help many lunch box careers save time and bring homogeneity in workload into the system.Social implicationsAn efficient routing decision can help provide smoother traffic movements, and uniformity in collection load can help avoid unwanted injuries to about 5,000 lunch box careers.Originality/valueThe originality of this paper lies in the proposed mathematical model and finding the routing and collection load decisions using a nature-inspired probabilistic search technique. The LBD system of Mumbai was never studied mathematically. The study is the first of its kind.

Purpose Project selection management is a matter of challenge for project-oriented organizations, particularly, if the decision-makers are confronted with limited resources. One of the main concerns is selecting an optimal subset that can successfully satisfy the requirements of the organization providing enough resources to the best subset of the project. The projects for which there are not enough resources or those requiring whole resources of the organization will collapse soon after failed to success. Therefore, the issue is in the risk of choosing a set of projects so that can make a balance in investment versus on collective benefit. Design/methodology/approach A model is presented for project selection and has been tested on the 37 available projects. This model could increase the efficiency of the whole subset of the project significantly in comparison to the other model and it was because of choosing a diverse subset of projects. Findings Provides a general framework for project selection and a diverse and balanced subset of projects to increase the efficiency of the selected subset. Also, reduces the impact of uncertainty risk on the project selection process. Research limitations/implications For the purposes of project selection, any project whose results are uncertain is a risky project because, if the project fails, it will reduce combined project value. For example, a pharmaceutical company’s R&D project is affected by the uncertain results of a specific compound. If the company invests in different compounds, a failure with one will be offset by a good result on another. Therefore, with selecting a diverse set of projects, this paper will have a different set of risks. Originality/value This paper discusses the risk of selecting or being responsible for selecting a project under uncertainty. Most of the projects in the field of project selection generally consider the risks facing the projects or existing models that do not take into account the risk.

Purpose Facilities management (FM) plays a vital role toward creating the hospitable environment that supports the core clinical business of rendering quality health care. To ensure optimal performance of FM, public hospitals require a performance measurement (PM) framework that could guide and assist facilities managers in their operations. This paper aims to respond to this need by developing a performance measurement framework useful to improve FM performance within the context of developing countries hospital FM services delivery. Design/methodology/approach The paper synthesizes knowledge from a comprehensive review of FM performance measurement literature and the results of an earlier PhD research on FM performance measurement in Ghana’s public hospitals. Findings The paper presents a simplified performance measurement framework which demonstrates four key performance measurement tasks: establishing performance goals; measuring the FM service delivery; evaluating FM outcomes; and performance review and reporting. The study suggests the establishment of a central coordination point to enhance performance measurement activities of public hospitals’ FM practices. Research limitations/implications Although reference is made to research on key performance indicators (KPIs), future study is recommended to develop appropriate methodology for selecting relevant KPIs. The author also intends to pilot the framework to a health facility in Ghana to leverage its usefulness, given the fact that it has not been tested empirically. Practical implications The application of the framework is expected to lead to the identification of performance gaps and weakness which when acted upon could lead to operational effectiveness and efficiency of the FM process, ultimately leading to improved FM performance. Originality/value The paper develops a novel performance measurement framework useful within the context of the nascent FM industry in the developing world.